Chips.gg Casino - Pelaajan tili suljettiin ja hänen saldonsa takavarikoitiin väitetyn hyväksikäytön vuoksi.

I am submitting this complaint regarding Chips.gg after my withdrawal was withheld and my account was banned without a clear or consistent explanation.

After requesting a withdrawal, my account was placed under review and I was required to complete KYC. During this process, I received conflicting information about my verification status (the platform showed approved while support stated it was declined).

Shortly afterward, my account was banned and my balance was seized. The operator later alleged that I used an "exploit," but no specific Terms of Service clause, technical evidence, or detailed explanation has been provided to explain how normal use of the game as presented constituted an exploit. All wagers were accepted and settled prior to the withdrawal request, and no warnings, restrictions, or limits were applied beforehand.

I have requested:

The specific Terms of Service allegedly violated

Evidence or explanation supporting the allegation

Details of the operator’s approved Alternative Dispute Resolution (ADR) provider

These requests have not been meaningfully addressed.

I am sharing this complaint for transparency and to seek a fair, independent review of the operator’s conduct. I am prepared to provide full chat transcripts, screenshots, and a complete timeline of events.

Important notice:

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?
• Could you please forward me the communication between you and the casino customer support regarding the confiscation of your balance at veronika.f@casino.guru?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

here some stuff to do about it was not posted by me https://x.com/R3alFish/status/2007410577992307175

Hello Veronika,

Thank you for your response and for assisting with this complaint. I’m happy to clarify my situation in full.

Games played

I played standard house games available to all users on the platform, primarily Keno / Dice-style games. No restricted, private, or beta games were used.

Bonus usage

All winnings were accumulated without any bonus.

No deposit bonus, wagering bonus, cashback, or promotional conditions were active at the time of play or withdrawal.

KYC and account actions

After requesting a withdrawal, my account was placed under review and I was required to complete KYC. During this process, I received conflicting information:

The platform showed my KYC status as approved

Support later stated that my KYC was denied

Despite this, my withdrawal remained blocked.

Important clarification regarding funds and continued play

After the withdrawal was blocked, the funds were returned to my account, and I was still allowed to continue gambling on the platform using the same balance. All bets placed after the funds were returned were accepted and settled normally by Chips.gg.

Only after continued normal gameplay was my account banned and the remaining balance confiscated.

If the casino genuinely believed an exploit had occurred, allowing continued gameplay with the same funds would be inconsistent with standard risk, security, or compliance procedures. No warning, restriction, or temporary suspension was applied at the time the funds were returned.

Allegation of exploit

After the ban, the operator alleged that I used an "exploit." However, to date, Chips.gg has not provided:

The specific Terms of Service clause allegedly violated

Any technical explanation or evidence supporting the exploit allegation

Any warning or restriction prior to the withdrawal request

Details of their approved Alternative Dispute Resolution (ADR) provider

All wagers were accepted and settled normally prior to the withdrawal request.

Evidence

I am prepared to provide full chat transcripts, screenshots, timestamps, and a complete chronological timeline. I will forward the relevant communication with Chips.gg support to your email as requested.

I appreciate your assistance and look forward to an independent and fair review of this matter.

Kind regards,

wannanerd

Sorry i dont think this is right Chips.gg Casino - Player's account has been closed without clarity

Can you please specify whether you hold a regular player account at this casino, or if you are registered as a streamer, affiliate partner, or in any other professional capacity related to the casino?

Could you please explain your relationship with "RealFish", who posted a status on X regarding your situation? Please clarify whether this person has any direct involvement in your account or gameplay.

Additionally, please forward all communication between you and the casino’s customer support, along with any other evidence that could be relevant to the investigation of your case, to veronika.f@casino.guru.

Thank you for your cooperation. I look forward to your reply.

Hello Veronika,

Thank you for your continued review of this complaint. I would like to provide a complete and final clarification to ensure the record is accurate and comprehensive.

Account type and capacity

I held a regular player account only. I was not registered as, nor did I act as, a streamer, affiliate partner, VIP partner, employee, contractor, or in any professional or commercial capacity related to Chips.gg. My account was used solely for personal gameplay as an ordinary customer.

Relationship with streamers / third parties

I personally know a few Chips.gg streamers in a social and community sense only. I have no business, financial, operational, or account-level relationship with any of them. None have access to my account, funds, gameplay, or decision-making.

Several streamers and community members commented publicly on the situation independently after it became known. Some have indicated they are waiting to see the outcome of this complaint before posting further. There is no coordination, shared accounts, or joint activity involved.

Games played and bonuses

I played standard, publicly available house games, primarily Keno- and Dice-style games.

No bonuses were used at any time. No deposit bonus, wagering bonus, cashback, or promotional conditions were active.

Clarification regarding the final balance

The final approximately $5,000 USD₮ balance in my account was won entirely through Keno gameplay.

Specifically, these winnings resulted from two standard Keno wins of approximately $2,500 each, achieved after my balance had been played down to roughly $300. These were ordinary outcomes under the game’s published rules and payouts.

This Keno session occurred after the funds were returned to my account following the blocked withdrawal and while all bets were being accepted and settled normally by Chips.gg. The session was observed live by multiple people, including several streamers, who were spectators only and had no involvement in the gameplay or account access.

These winnings are unrelated to any earlier gameplay or activity later referenced by the operator when alleging an exploit.

KYC, withdrawal, and account actions

After requesting a withdrawal, my account was placed under review and I was required to complete KYC. During this process, I received conflicting information:

The platform showed my KYC status as approved

Support later stated that my KYC was denied

Despite this, the withdrawal remained blocked. The funds were then returned to my account, and I was allowed to continue gambling using the same balance. All bets placed during this period were accepted and settled normally.

Only later was my account banned and the remaining balance confiscated. No warning, restriction, temporary suspension, or limit was applied beforehand.

If the casino genuinely believed an exploit had occurred, allowing continued gameplay with the same funds would be inconsistent with standard risk, security, or compliance procedures.

Allegation of exploit and consistency of enforcement

Chips.gg later alleged that I used an "exploit," yet to date has not provided:

The specific Terms of Service clause allegedly violated

Any technical explanation or evidence supporting the allegation

Any prior warning or preventative action

Details of their approved Alternative Dispute Resolution (ADR) provider

All wagers were accepted and settled normally prior to the withdrawal request.

To my knowledge, no other player accounts — including accounts that play the same games in the same manner — have been banned or had balances confiscated in relation to this alleged activity. While I cannot speak to internal reviews of other accounts, this raises a concern regarding inconsistent or selective enforcement, particularly where no prohibited behavior has been clearly identified.

Evidence submission

I have already forwarded all requested materials to your email last week, including full chat transcripts, screenshots (including KYC status), withdrawal details, ban notifications, and a complete chronological timeline. Please let me know if any specific document needs to be resent.

I appreciate your assistance and look forward to a fair, independent review of the operator’s actions in this matter.

Kind regards,

wannanerd

Dear wannanerd

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello wannanerd,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Chips.gg Casino to join the conversation.

Dear Chips.gg Casino,

I respectfully request that you provide any information and supporting evidence relating to the alleged violations of your terms and conditions for which the player is being accused. This documentation is required for the purpose of an independent review of the case.

Please forward the relevant details and evidence to michal.k@casino.guru at your earliest convenience.

Thank you in advance for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

What now ?

Dear wannanerd,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming (AOFA) Authority and submit a complaint to them. You can locate the AOFA licence validator on the footer of the casino webpage:

The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint as Chips.gg Casino has reached out to us. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion if possible.

Dear Chips.gg Casino,

Thank you for your email. I have responded back with some additional enquiries and am looking forward to your reply.

Dear Wannanerd,

Although the casino team requested that this case be reopened and has since provided certain information and evidence which, from a strictly technical perspective, could be seen as supporting their actions, they have not addressed the additional points on which I sought clarification. Furthermore, they have ceased responding to my follow-up emails.

Regrettably, this is not the level of communication or cooperation we would expect from a reputable operator. Due to the lack of further engagement from the casino team, I am unable to reach a fully informed and balanced conclusion at this time. As a result, the complaint will need to be closed as "Unresolved" once again.

Should the casino team resume communication and provide the outstanding clarifications, we will promptly reopen the case and inform you by email.

I'm sorry that I cannot offer a more favourable resolution in this matter. However, please let me know if the Anjouan Gaming Authority was able to address this matter with the casino.

Best regards,

Michal

Casino Guru